Technology Support Specialist

Area Cooperative Educational Services • Hamden, CT

4d

About The Position

The Technology Support Specialist works in the ACES Technology Department in North Haven, Connecticut, managing the day-to-day operation of organizational devices and other network-connected or related hardware and applications. The position supports desktop software and works with the supervisor and technology managers on network functions needed to keep desktop systems operating correctly. The specialist provides technical support and guidance to users, exercises professional discretion, and supports the agency’s mission, goals, and educational technology community.

The role includes installing, configuring, testing, maintaining, monitoring, and troubleshooting devices; diagnosing and resolving problems onsite and remotely; maintaining hardware and software inventories and documentation; responding to help desk and end-user requests; and supporting applications and devices. The specialist helps users and technical staff adopt, pilot, implement, maintain, and evaluate systems, trains staff on software and hardware, and leads troubleshooting efforts that may involve outside vendors. Other related duties may be assigned to ensure workload coverage.

Requirements

• Bachelor’s degree in computer and technology science preferred.
• Ability to climb a ladder.
• Ability to work independently with minimal supervision.
• Ability to analyze operational issues involving complex networks, network operations, and equipment.
• Ability to communicate orally and in writing with technical and non-technical users.
• Ability to maintain cooperative and effective working relationships in a team environment.
• Ability to interact courteously with coworkers and respond to telephone calls and help desk requests.
• Ability to demonstrate sound decision-making and judgment in emergent situations.
• Ability to organize work, manage time effectively, prioritize tasks, and anticipate workflow.
• Ability to perform the job duties with a positive attitude, enthusiasm, and a strong work ethic.
• Knowledge of equipment end-of-life planning and change-over.
• Knowledge of agency departments and districts served.
• Knowledge of networking and information technology practices, terminology, and principles.
• Knowledge of network systems hardware and software management.
• Knowledge of continuity of operations and practices related to local and wide area networks.
• Knowledge of confidentiality rules related to agency operations.
• Knowledge of customer service practices for meeting and exceeding end-user expectations.
• Knowledge of technology department policies and procedures.
• Knowledge of state and federal compliance laws regarding FOI, FERPA, CIPA, COPPA, and PII.
• Knowledge of ITIL (Information Technology Infrastructure Library).
• Skill in operating complex computer systems and network operations.
• Excellent interpersonal and problem-solving skills.
• Skill in quality assurance, including testing and validation of system upgrades and installations.
• Ability to self-learn and participate in self-growth, evaluation, and ongoing professional learning.
• Ability to interpret non-technical communications in order to serve users.

Nice To Haves

• Bachelor’s degree in computer and technology science is preferred.

Responsibilities

• Install, configure, test, maintain, monitor, and troubleshoot user networked devices.
• Perform onsite and remote diagnosis, analysis, and resolution of technology problems.
• Develop and maintain inventories of hardware and software assets and ensure equipment inventory records are properly maintained.
• Monitor and respond to help desk and end-user requests.
• Provide technical support and guidance to users, including support for applications and devices.
• Prioritize the needs of systems and end users.
• Assist end users and technical staff with awareness, adoption, piloting, implementation, maintenance, and evaluation of current and future systems.
• Communicate with the supervisor to forecast issues and trends, and regularly communicate needs and problems.
• Train staff to use new or acquired software and hardware.
• Troubleshoot and lead problem-solving efforts, often involving outside vendors and support personnel.
• Develop and maintain software and systems documentation.
• Organize spaces, materials, equipment, and personnel; plan and prioritize work to complete tasks effectively.
• Perform other related duties as assigned to ensure workload coverage.

What This Job Offers

• Job Type: Full-time